Member Experience

What to Do When it Didn't Go Well - Best Practices

Presented by Kelli Vrla, CSP & CCSP

96% of unhappy members won’t tell you when they’re mad - they will tell everyone else via Twitter, Yelp, Facebook, etc. If only 4% of unhappy members do bring a matter to your attention, treat it like a precious gift! The opportunity for recovery is a valuable way to keep members happy. Their endorsement can be your best form of advertising! Course highlights include:

  • Resolve complaints faster, transforming conflict into cooperation.
  • Understand why members may become difficult and demanding.
  • Learn the 5-Step Recovery Process to become a problem solver!
  • Recognize situational service strategies to handle members' needs more efficiently.

Creating Jaw-Dropping Member Experiences

Presented by Eric Herdman

It costs five times as much to acquire a new member as it does to keep one! This engaging and fun workshop will provide you with tools to serve up WOW-NOW helpings of member care. Attracting, Engaging, and Delighting your members will result in growth and boost your bottom line.

Rapport-building is the key to exceeding the evolving expectations of your members. Learn how to sharpen your skills to enhance member relations. Leave with quick & easy, hit-the-ground-running techniques to provide Jaw-Dropping service! This session shows you how to put that little extra in "ordinary" for Extraordinarily WOW Service!

  • Define and develop custom strategies for Jaw-Dropping Service Excellence.
  • Establish and understand who your member really is, both internally and externally.
  • Create a Win/Win/Win strategy to delight your members.
  • Manage even the hardest-to-please members.
  • Learn how to stay cool amidst the chaos.

Mastering Resilience - Building Adversity Intelligence at Work

Presented by Eric Herdman

One of the few constants in the credit union industry is change. Your ability to adapt to change and be resilient to challenges and adversity is the key to success. This course equips you with the skills and mindset needed to thrive in the face of adversity, fostering a resilient and thriving work environment. Explore how you can become more resilient and effectively handle your daily challenges without burnout and with greater confidence – while staying fully engaged, energized, and motivated. Topics include:

  • Develop emotional resilience and the ability to bounce back from setbacks.
  • Build a culture of resilience within your team or organization.
  • Recognize the importance of embracing change and learning from failures.
  • Foster a positive attitude in the face of uncertainty.
  • Implement strategies to maintain productivity and motivation during challenging times.

Constructive Conversations - A Guide to Giving and Receiving Feedback

Presented by Rosemary Laack

Constructive feedback is a vital tool to improve performance, boost productivity and engagement, and achieve better results. While the benefits of feedback are well-known, many leaders struggle with how to effectively give and receive feedback. Join us for this engaging workshop, where you will learn to produce more constructive conversations in the workplace. Topics include:

  • Learn how to effectively give and receive feedback.
  • Gain essential skills for having constructive conversations, enhancing communication, and improving relationships in both personal and professional contexts.
  • Discover the art of fostering a culture of improvement and strengthening professional relationships through the exchange of feedback.
  • Practice active listening techniques for empathetic communication.
  • Provide constructive feedback that encourages growth and improvement.
  • Receive feedback gracefully and use it as a catalyst for personal and professional development.
  • Understand the importance of non-verbal cues in communication.
  • Learn strategies to defuse emotionally charged conversations.

A Cuture of Service: Building Success from Within

Presented by The Ritz-Carlton Leadership Center

The Ritz-Carlton Leadership Center, an award-winning employment brand, shares best practices on how to activate and sustain a culture where valued and empowered employees own the member experience. Their world-renowned, trusted processes take the guesswork out of selection, onboarding, upskilling, and retention of talent. Leaders ready to transform their organization will walk away with actionable ideas to elevate experiences and engage employees. Topics include:

  • The Ritz-Carlton Culture: Through this in-depth review, you will learn about The Credo, Motto, The Three Steps of Service, The Employee Promise, and The 12 Service Values of The Ritz-Carlton.
  • Simple, Sustainable Processes: One cannot extend legendary service without having robust systems and processes in place. You will hear about the selection process at The Ritz-Carlton and how they onboard talent and reward and recognize their associates.
  • Employee and Customer Engagement: The foundation of driving customer engagement is having engaged employees. You will be introduced to the three levels of employee engagement and shown techniques that will enable you to personalize your service and create emotional connections.
  • The Importance of Empowerment: Empowering your employees is an imperative component of legendary service. You will learn about The Ritz-Carlton Empowerment Guidelines and how they reduce problem resolution costs and create consistently exceptional service.